Product Delivery Manager (Client Website Services)

Ticketmaster•Edmonton, AB

2d•CA$96,000 - CA$120,000•Remote

About The Position

The Client Website Services (CWS) team supports clients across Ticketmaster Clubs and Universe segments by delivering and maintaining websites for event discovery and ticket sales. Clients range from independent venues to established operators, primarily in North America and Europe. The team manages a WordPress platform hosted on WP Engine, including website templates, an event integration plugin, and live client sites. CWS operates within the Ticketmaster and Live Nation ecosystem, collaborating with Ticketweb and Universe platforms. This role is client-facing and central to the client experience, managing the entire journey from new website requests through scoping, delivery, launch, and ongoing support. The Product Delivery Manager will manage and prioritize change requests, ensuring efficient and high-quality work. This role requires a client-first approach, accountability for client outcomes, and the ability to drive work forward, remove ambiguity, and ensure clients feel supported. Experience in a digital agency environment, managing builds, shaping briefs, and navigating scope conversations is relevant. Unlike an agency, this role maintains continuity post-launch, building long-term client relationships and accountability for ongoing outcomes. Effectiveness requires understanding the platform for accurate scoping, close partnership with the development team for delivery, and confident representation of CWS, especially when resolving issues or navigating constraints with clients.

Requirements

3-5 years in a client-facing delivery, project coordination, or account management role, ideally in a web services, digital agency, or SaaS support context.
Solid WordPress knowledge beyond admin-level: ability to navigate theme and plugin configuration, interpret plugin conflicts or failed updates, and understand the difference between content and platform issues.
Comfortable with APIs and integrations at a conceptual level: understand what an API integration does, why it might fail, and be able to assess potential failure signals from application error logs or browser consoles.
Familiarity with web hosting environments like WP Engine or similar managed hosting; understanding of staging vs. production, caching behavior, and basic DNS concepts.
Experience running QA and UAT processes: staging reviews, structured test plans, client sign-off workflows.
Experience working a service desk or ticket queue (Jira or equivalent), with a solid understanding of prioritization, cycle time, and healthy queue management.
Experience with accessibility (ADA/WCAG) compliance workflows.
Excellent written and verbal communication skills; strong online and in-person expectation setting skills.
Ability to prioritize among competing opportunities, balance internal client needs with business priorities, and articulate the rationale behind decisions.
Comfortable with scope conversations: guiding clients toward solutions within technical capabilities, clearly explaining trade-offs, constraints, and next steps.
Creative, collaborative thinker with an ability to learn new things, assess problems, and identify proactive solutions quickly.
Self-starter, comfortable leading change and getting things done.
Comfortable using AI tools in day-to-day work and applying them to speed up delivery without compromising quality.
High level of proficiency in English, both verbal and written.

Nice To Haves

Working knowledge of French.

Responsibilities

Own Client Delivery End-to-End: Act as the single point of contact for clients for new builds, change requests, and ongoing support. Own the full lifecycle from intake through resolution or launch, ensuring work progresses without stalling.
Set and manage client expectations clearly on scope, timelines, and outcomes.
Lead intake for new website requests and ongoing change requests: gather requirements, define scope, and align on approach.
Triage inbound tickets: assess priority, assign appropriately, and maintain a healthy, moving queue.
Handle scope conversations directly, align on feasible solutions, and manage expectations around CWS capabilities.
Coordinate with a distributed build team on task sequencing, dependencies, and blockers.
Maintain visibility across all in-flight work, identify risks early, and intervene before timelines slip.
Ensure work moves efficiently from request to completion, reducing cycle time on client requests.
Own pre-launch QA and UAT processes for builds and change requests.
Coordinate staging reviews, structured testing, and client validation.
Gate releases based on clear sign-off and evidence, not just technical completion.
Build working relationships with clients, understanding their sites and recurring needs.
Identify patterns in support requests and proactively address underlying issues.
Manage escalations early and directly, resolving issues before they become critical.
Maintain a clear view of work in progress, blocked, or at risk across the portfolio.
Contribute to cross-team reporting (e.g., launches, incidents, compliance progress, outstanding work).
Track delivery metrics to support capacity planning and continuous improvement.
Assess CWS workflows for intake, delivery, and support, identifying areas for streamlining, clarification, or better structure.
Recommend and implement practical process changes, refining them based on effectiveness to improve speed, quality, and consistency.